Talent.com
4FMV
Implementation & Customer Success Manager4FMV • Toronto, ON
Implementation & Customer Success Manager

Implementation & Customer Success Manager

4FMV • Toronto, ON
30+ days ago
Job type
  • Full-time
  • Permanent
Job description
Our client is an award-winning, end-to-end legal operations platform purpose-built for in-house legal teams.


The Role
This is a unique, senior individual contributor role that sits at the intersection of Customer Success, SaaS Implementation, and Project Delivery. Reporting directly to the COO based in London, you will be the company's primary point of contact for North American clients, owning the full customer lifecycle from initial onboarding through to long-term retention and growth.

This role suits a highly experienced professional who is equally comfortable facilitating executive-level workshops, managing complex implementation projects, and configuring a no-code workflow platform to meet client requirements.

Why This Role
  • A rare opportunity to be the first North American hire at a growing, international legal tech company.
  • Direct reporting line to the COO with genuine influence over how the business develops in Canada and the US.
  • A collaborative, high-calibre team across Australia, the Philippines, and the UK.
  • Competitive compensation with professional development and career growth opportunities.

Key Responsibilities:
Customer Success & Relationship Management
  • Own and manage a portfolio of customer relationships, maximising satisfaction, adoption, and retention.
  • Build trusted advisor relationships with key stakeholders, including senior decision-makers.
  • Define measurable success outcomes for each customer and conduct regular reviews to track progress.
  • Monitor customer health, proactively identifying risks and opportunities.
  • Manage escalations professionally and ensure timely resolution.
  • Act as the voice of the customer internally, providing structured feedback to product and operations teams.

Implementation & Onboarding
  • Lead end-to-end onboarding and implementation projects from initiation through to go-live.
  • Facilitate discovery sessions and requirements-gathering workshops with client stakeholders.
  • Configure client environments using the platform's no-code workflow engine.
  • Coordinate User Acceptance Testing (UAT), including test planning, issue tracking, and sign-off.
  • Deliver client training sessions and provide ongoing support through the onboarding process.

Project Coordination & Delivery
  • Manage multiple concurrent implementation projects across various stages of delivery.
  • Develop and maintain project plans, schedules, action registers, and deployment checklists.
  • Track milestones, manage risks and dependencies, and escalate issues where appropriate.
  • Prepare and distribute project status reports to clients and internal stakeholders.
  • Drive continuous improvement of implementation methodologies and onboarding frameworks.

Ongoing Support & Continuous Improvement
  • Provide responsive support throughout the subscription lifecycle.
  • Contribute to internal and client-facing documentation, knowledge base content, and training materials.
  • Identify and implement improvements to customer experience and operational efficieny.

What You Bring
  • Approximately 10 years of experience in a senior customer-facing role within a SaaS or technology environment.
  • A proven track record of leading software implementations and managing complex client relationships.
  • Strong project management skills with experience managing multiple concurrentprojects.
  • Excellent communication skills and confidence engaging with senior stakeholders and executive decision-makers.
  • A solid understanding of SaaS platforms and general cybersecurity principles.
Create a job alert for this search

Implementation & Customer Success Manager • Toronto, ON

Similar jobs

Customer Success Manager

Motion (Creative Analytics)Toronto, ON, CA
Full-time

Motion is creating the command center for creative strategists:.AI-driven analytics and intelligence platform that bridges the gap between performance marketers and creative teams, helping them unc... Show more

 • Promoted

Customer Success Manager

SkyPrep LMSToronto, ON, CA
Full-time

At SkyPrep, we believe that learning should be simple, efficient, and effective.We empower organizations to streamline training and development, equipping their teams to achieve their full potentia... Show more

 • Promoted

Customer Success Manager

RootlyToronto, ON, CA
Full-time

At Rootly, we are on a mission to be the go-to way companies respond when things go wrong, helping every organization be more reliable.We do this by building an industry‑leading incident management... Show more

 • Promoted

Senior Technical Customer Success Manager

SentryToronto, ON, CA
Full-time

Sentry is expanding our Technical Customer Success team to support our growing customer base and drive deeper adoption of the Sentry Platform worldwide.As a Technical Customer Success Manager (TCSM... Show more

 • Promoted

Customer Success Manager

B3 SystemsToronto, ON, CA
Full-time

B3 is a cloud-native, AI-driven data experiences innovator that puts data to work for everyone.Powered by AI, data science, and a secure data foundation, our platform makes data actionable with sea... Show more

 • Promoted

Marqeta Technical Success Manager Role

Marqeta, Inc.Toronto, ON, CA
Full-time

Join Marqeta as a Technical Success Manager, focusing on leading customer onboarding for our innovative payments platform.This role requires a blend of technical acumen, customer advocacy, and coll... Show more

 • Promoted

Manager, Customer Success Manager

BioRenderToronto, ON, CA
Full-time

Manager, Customer Success Manager.Manager, Customer Success Manager.Get AI-powered advice on this job and more exclusive features.At BioRender, we’re on a mission to accelerate the world’s ability ... Show more

 • Promoted

Customer Success Manager

KarbonToronto, ON, CA
Full-time

Karbon is the global leader in practice management software for growth‑minded accounting firms.Our award‑winning, highly collaborative cloud platform streamlines work and communication, enabling th... Show more

 • Promoted

Customer Success Manager

One Way VenturesToronto, ON, CA
Full-time

Provision’s goal is to drastically accelerate productivity in construction.Currently, productivity is hurt by contractual issues that are largely avoidable.Contractors report that half of the dispu... Show more

 • Promoted

Customer Success Manager

SysAidToronto
Full-time

At SysAid, we're on a mission to empower organizations by putting AI to work for them.As a fast-growing SaaS company, we serve over 4,000 customers across 140 countries, helping more than 9 million... Show more

 • Promoted

Senior Customer Success Specialist - Software Implementation & Onboarding

BIS Safety SoftwareToronto, ON, CA
Full-time

SaaS company on a mission to change how organizations manage safety, learning, and compliance.Since 2006, we've been building innovative software that helps companies simplify training, improve com... Show more

 • Promoted

Upmarket Customer Success Manager

OppurtunaToronto, ON, CA
Full-time

Staff Engineer role at Yotpo in Tel Aviv focusing on Research & Development.This position is ideal for experienced engineers looking to contribute to cutting-edge product development.Lead the engin... Show more

 • Promoted

Customer Success Manager

AthennianToronto, ON, CA
Full-time

Athennian delivers Governance Ops™ software that aligns legal, finance, tax and fund teams through a secure, integrated source of truth for entity and ownership data.The platform enables organizati... Show more

 • Promoted

Customer Success Manager

Borderless AIToronto, ON, CA
Full-time

We’re on a mission to transform HR for everyone.Borderless AI builds AI agents that help HR teams work smarter.Our platform leverages generative AI to automate routine HR tasks — from employee onbo... Show more

 • Promoted

Customer Success Enablement Manager

PigmentToronto, ON, CA
Full-time

Pigment is looking for a Customer Success Enablement Manager to help our global Customer Success organization deliver more consistent customer outcomes, faster ramp, stronger adoption, and better e... Show more

 • Promoted

Customer Success Manager (CSM)

Veriforce CanadaToronto, ON, CA
Full-time

Veriforce takes the pain out of compliance for over 50,000 organisations globally, helping them protect their people, their operations, and the planet.We support our network of hiring clients, supp... Show more

 • Promoted

Customer Success Technical Manager Role

LeadingtalentToronto, ON, CA
Full-time

Unlock client potential as a Customer Success Technical Manager at IBM.Work from Toronto or Montreal and support the integration of next-gen technologies into client operations.As a CSM Technical S... Show more

 • Promoted

Customer Success Manager

Meltwater GroupToronto, ON, CA
Full-time

Begin your career as a Customer Success Manager at Meltwater, where each day is dedicated to ensuring the continued success and satisfaction of our valued customers.We're searching for driven indiv... Show more

 • Promoted

Customer Success Manager (AMER)

ApprovalMaxToronto, ON, CA
Full-time

ApprovalMax is award-winning B2B software used by businesses around the world to approve bills and expenses.It streamlines the approval process for decision-makers by replacing paper and email appr... Show more

 • Promoted

Manager, Customer Success

ProphixToronto, ON, CA
Full-time +2

Manager, Customer Success (Maternity leave contract).Manager, Customer Success (Maternity leave contract).Manager, Customer Success (Maternity leave contract).Manager, Customer Success (Maternity l... Show more